Summary of Job Description:
Under general direction from the Director of Information Technology, the Technical Support Analyst is a first and second level customer/business contact for the troubleshooting and resolution of end user technical incidents and requests.
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Primary Duties & Responsibilities:- Answer incoming calls to the IT department and ticketing system support of end user service requests
- Travel between bank locations in Erie County and Chautauqua County
- Installation of computer hardware and software.
- Create or develop written documentation and procedures as required.
Assist the Vendor Compliance Management team with reports and monitoring of vendors. - Assist in coordinating ATM installations and software upgrades.
- Vulnerability mitigation through patching and updates to enterprise-wide systems
- Working to agreed service levels, the main responsibility is to provide professional, timely, and high-quality closure of calls/tickets tracked within our service desk
- Management of events/incidents in accordance with incident & problem management procedures
- Incident/Problem resolution in line with agreed business service levels
- Record and timely update of Incidents/Problems within service desk
- Desktop/Laptop deployment and imaging
- User account creation and maintenance including network and required business applications
- Technical end user hardware/software troubleshooting & resolution (on & off-site users)
- Office automation equipment troubleshooting and resolution (printers, faxes etc.)
- Resolution of other technical issues as required
- Escalate major technical issues to System Admin/3rd Party support
- Analysis and reporting of Desktop support metrics and advising on ways to improve
- Creating end user and internal knowledge articles for publishing on employee intranet site
- Participates in the continuous improvement of corporate policies & process and resources in relation to incident and problem management
- Maintains and increases knowledge and skills through attendance at meetings, conferences, training seminars and courses
- Other duties as/when required by Director of Information Technology
- Asset Management and inventory control – Physical audits of systems and disposal of assets
Required Skills
Skills and Abilities Required:
- Must have strong organizational skills, be self-disciplined while having the ability to work independently.
- IT banking experience - Preferred
- Good analytical and problem-solving skills.
- Must maintain a high degree of confidentiality.
- Ability to work flexible hours when necessary to accommodate the needs of the organization.
- Must possess a strong knowledge of personal computers, including network administration, and typical software packages.
Required Experience
Mandatory Requirements:
- Must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
- Must maintain a positive work atmosphere by behaving and communicating in a professional manner so that a positive working relationship with customers, co-workers, company employees, managers, and board members exists.
- Must be able to lift, bend, stretch and carry up to 25 pounds and be able to climb stairs while carrying equipment.
- Must have reliable transportation and the ability to travel to all branch locations at any time as needed.
- Associate degree or higher in technology field and or equivalent work experience – Preferred
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